A year ago Nedbank decided to give the look, feel and layout of its branches an overhaul.

These reimagined Nedbank concept branches, which offer the financial institution‘s clients with a choice of three service zones – self-service, staff-assisted service or money advice – have reportedly been well received by customers, prompting the ramping up of the rollout process to more locations.

Insights gathered from clients on their experience of the reimagined branches indicate a high level of satisfaction, with over 90 percent saying that they found it easy or very easy to complete transactions, according to a press release sent to Hypertext.

Consequently, Werner Terblanche, managing executive for Nedbank Integrated Channels says, “For 2022, we have set ourselves a target of over 100 branch reformats, which means we intend completing between 15 and 20 branches every month during the second half of this year.

“While it’s an ambitious undertaking, it’s an investment that we are confident will enhance the banking experience of our clients,” he adds.

Highlighting some of the new features that are gaining traction with customers, Terblanche notes that Nedbank clients are able to use the Money app or Online Banking to pre-book a date and time with a branch consultant. This means that they don’t have to wait in a queue to get face-to-face financial guidance or assistance with an issue that they are unable to resolve themselves.

The executive also notes that the new branch design is aimed at allowing customers to do as much as possible by themselves, in a bid to increase the uptake of digital banking solutions.

“The aim is to empower our clients with the knowledge and tools to do their banking, and better manage their money with trained staff on hand to guide them, in so doing avoiding the trip to the branch in future should they so wish,” he points out.

Tereblanche concludes that these Nedbank-specific spaces are not the only touch points for customers.

On this front he explains that, “In addition to these reimagined branches, we are also steadily growing our network of workplace and mobile community bankers to take our banking services directly to our clients.”

“Our partnerships with Boxer, Cashbuild, Hinterland and other retailers ensures our clients have many other convenient points of access to meet their banking servicing needs and we look grow this even further over time,” he ends.